Why are undelivered e-mail notifications from CA Service Desk Manager (CA SDM) saved in the NX_ROOT\site\mail_undeliverable directory?

Document ID : KB000011291
Last Modified Date : 14/02/2018
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Question:

When an e-mail notification is sent out from CA Service Desk Manager (CA SDM), under some circumstances, if the e-mail cannot be sent, it is saved in the "NX_ROOT\site\mail_undeliverable" folder.   Why are some possible causes?

Environment:
CA Service Desk Manager 12.6, 12.7, 12.9 and 14.1Windows
Answer:

If an e-mail notification is sent from CA SDM, it will try to relay the email notification to the email server which is configured in Options Manager.

There are two different scenarios which can occur where the email notification is not delivered, but only one will result in a saved version of the email notification being saved in the NX_ROOT\site\mail_undeliverable folder :

  1. The e-mail is successfully relayed to the email server, but the email server is unsuccessful in routing the email notification to the specific mailbox.

    In this case, because the email is relayed to the email server and from a CA SDM perspective the email notification is considered to have been delivered, no error messages is written to the STDLOG and no saved version of the email message is created in the "mail_undeliverable" directory.

  2. The email is not successfully relayed to the email server, due to any number of reasons (i.e. incorrect email settings within Options Manager, wrong email address specified, communication problems etc.)

    In this case, because CA SDM is unable to relay the email notification to the email server, this is considered an undelivered email, so a message to this effect is written to the STDLOG and the email is saved into the "mail_undeliverable" directory.